Member Services Program Manager

**This role can be remote**

THE ROLE: Member Services (MS) Program Manager

We’re looking for…

The Member Services Program Manager will be responsible for partnering with Warehouse/Transportation/Vendor Operations, Member Services, Finance/Accounting and business stakeholders to engage in planning, tracking, updating, and delivering of process improvements, new programs and tools related to the Member Services organization with a focus on loss prevention and fraud. This role will act as the liaison between MS and corporate teams when programs have cross-functional components.  The MS PM is accountable for assessing the organization’s launch readiness, creating the communication strategy, and measuring change adoption.  This role will work closely with Capacity Planning, Training and Operations to ensure changes are implemented in a timely and consistent manner by creating mechanisms to track and monitor adoption and capture employee feedback.

What You’ll Do:

• Plan, track, manage and report on all process improvement programs and larger company driven projects for Loss Prevention and Member Services:
  • Build a master project plan (MPP) that will show high level and detailed information on all ongoing and closed projects, to include separate Big Bets tracking
  • Send regular program updates on each program in progress and facilitate lessons learned post launch
  • Create individual project plans that show task level detail with ownership, due dates, and status
• Ensure organization is prepared for changes to policies, procedures, programs, or tools
  • Complete CS impact assessments for all program launches
  • Document current state process flows and identify areas of change to meet program/project goals
  • Document future state process flows
• Provide direction to business teams on change strategy, potential conflicts, and resolution paths
• Partner with CS to determine the appropriate level of communication and create a communication plan if one is required
• Work closely with tools/technology program manager to confirm program launch dates and readiness for deployment
• Ensure program launch information is communicated effectively to minimize any negative impact while supporting a high level of engagement and implementation
• Provide input into Go/No Go decisions on program launches to ensure MS organization is prepared
• Maintain knowledge management system to ensure only current information is available to agents and curate content for ease of search and consumption. Introduce best practices in knowledge management and improve upon existing content.

About You:

At Rue Gilt Groupe, diversity enriches our passion, collaboration, kindness and innovation. We’re committed to fostering an inclusive environment where every Associate is empowered to learn, grow and bring their full self to work. Even if you don't check off every qualification in the job description, that's okay. We encourage you to apply to any role that excites you and sparks delight! We can't wait to learn more about you.

• Bachelor’s degree
• Proficient in relevant computer applications
• 3-5 years of program/project management experience in customer experience
• Previous ecommerce or retail experience
• Experience with Loss Prevention/Fraud preferred
• Strong listening, written and verbal communication skills with an ability to adapt to different audiences
• Knowledge of customer service practices and principles
• Able to work collaboratively and cross functionally
• Experience using problem solving and analytical skills to solve business problems and drive process improvements
• Ability to work effectively with tight deadlines in a fast-paced environment
• Attention to detail and proven ability to manage multiple, competing priorities simultaneously

Bonus points for…

If you've got everything going on above, you're already a strong fit. If you have the following too? You earn some extra credit from us.

• Ability to work independently as well as contribute to a team; be flexible, self-motivated, and proactive
• Six Sigma, Kaizen, Agile, or other Process Improvement methodologies
• PMP or similar certification
• Certification in Change Management (Prosci or other methodology)

Expected Base Salary Range: $110,000 - $115,000

Rue Gilt Groupe is committed to providing Associates with equal pay for equal work and carefully considers a wide range of compensation factors, including but not limited to, prior experience, education, certification(s), license(s), skills and expertise, location, internal equity, and other factors that are job related and consistent with business need. Our goal is to support, reward and compensate the entire individual. Depending on role eligibility, your offer may also include bonus/commission, stock options, 401(k) participation, paid time off, medical, dental, vision and basic life insurance. Therefore, final offer amounts may vary from the amount stated.

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